Menu
Reply
Socialize
  • 6
  • 0
  • 0
Joining in
574 Views
Message 1 of 14
Flag for a moderator

Intermittent Broadband outage

Self installed Vm 2 weeks ago.

Since then issues include:

1. Outages every day for 15-30 mins at various times 

2. Hub resets Wi-Fi SSID 

3. Slow speeds over Ethernet and Wi-Fi 

4. Nowhere near advertised speeds most of the time, I’m on M500 and usually get 68MB 

Tried calling support and cannot get through to a human being.

so, before I cancel the service, can anyone help?

Thanks 

 

 

 

 

0 Kudos
Reply
Tudor
  • 12.85K
  • 999
  • 2.56K
Very Insightful Person
Very Insightful Person
559 Views
Message 2 of 14
Flag for a moderator
Helpful Answer

Re: Intermittent Broadband outage

Please setup a BQM and supply some stats, details below:

Setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides diagnosis of any underlying issues

How to get stats from a VM hub

Open a web browser and go to 192.168.0.1 router mode or 192.168.100.1 modem mode

  • Click on the “> Check router status” button
  • Click on the “Downstream” tab, copy the text and paste into your reply
  • Click on the “Upstream” tab, copy the text and paste into your reply
  • Click on the “Networking” tab, copy the text and paste into your reply.

Tudor
There are 10 types of people: those who understand binary and those who don't and F people out of 10 who do not understand hexadecimal c1a2a285948293859940d9a49385a2
0 Kudos
Reply
John_GS
  • 14.4K
  • 737
  • 1.34K
Forum Team
Forum Team
508 Views
Message 3 of 14
Flag for a moderator

Re: Intermittent Broadband outage

Hi Socialize

Thanks for posting and welcome to the community. My apologies for the broadband issues. Upon doing a system check, I've seen that you are affected by an SNR (signal to noise ratio) issue. Your fault reference is F009499828 and the estimated fix date is the 16th December. Please monitor the connection after this date and let us know any issues.

Best,

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

0 Kudos
Reply
Socialize
  • 6
  • 0
  • 0
Joining in
479 Views
Message 4 of 14
Flag for a moderator

Re: Intermittent Broadband outage

Thanks for the above.

Since the 16th Dec, my broadband is still intermittent: 

Graph Link 

https://www.thinkbroadband.com/broadband/monitoring/quality/share/aba6f3a687dd6484ad6642a8b18100e58cc94450

3.0 Downstream channels

Channel Frequency (Hz) Power (dBmV) SNR (dB) Modulation Channel ID

25330750000-13.834.9QAM25625
1138750000-22.918.8QAM2561
2146750000-14.133QAM2562
3154750000-11.536.6QAM2563
4162750000-13.434.3QAM2564
5170750000-12.834.9QAM2565
6178750000-11.636.4QAM2566
7186750000-11.636.6QAM2567
8194750000-11.237.6QAM2568
9202750000-12.535.8QAM2569
10210750000-13.122.4QAM25610
0218750000-13.612.8UNSUPPORTED0
0226750000-13.817.1UNSUPPORTED0
0234750000-22.913.8UNSUPPORTED0
14242750000-23.76.1QAM25614
15250750000-16.932.6QAM25615
16258750000-15.934QAM25616
17266750000-14.434.9QAM25617
18274750000-15.433.4QAM25618
19282750000-15.233.4QAM25619
20290750000-12.935.1QAM25620
21298750000-13.634.9QAM25621
22306750000-14.234.3QAM25622
23314750000-11.935.6QAM25623
24322750000-10.636.6QAM25624
26338750000-13.835.1QAM25626
27346750000-9.737.4QAM25627
28354750000-12.435.6QAM25628
29362750000-15.434.3QAM25629
30370750000-10.537.4QAM25630
31378750000-9.637.6QAM25631



3.0 Downstream channels

Channel Lock Status RxMER (dB) Pre RS Errors Post RS Errors

25Locked34.92561033180
1NotLocked18.75260906206
2Locked32.9626623496710
3Locked36.609653183910
4Locked34.3456882459013869
5Locked34.9256103211088
6Locked36.386890141632
7Locked36.60965325530
8Locked37.63627690
9Locked35.779911270
10Locked22.36427507502
0NotLocked12.75328701737
0NotLocked17.13165105152
0NotLocked13.81060302009
14NotLocked6.13198707398
15Locked32.5847782292130
16Locked33.95650921670
17Locked34.9256108430
18Locked33.37659114091970
19Locked33.37659144554970
20Locked35.0835496011820
21Locked34.9256109473290
22Locked34.34568810392190
23Locked35.59507845690
24Locked36.60965350
26Locked35.083549880
27Locked37.35598800
28Locked35.59507860
29Locked34.3456882500
30Locked37.35598800
31Locked37.63627610



3.1 Downstream channels

Channel Channel Width (MHz) FFT Type Number of Active Subcarriers Modulation (Active Profile) First Active Subcarrier (Hz)
33944K1840QAM256424


3.1 Downstream channels

Channel ID Lock Status RxMER Data (dB) PLC Power (dBmV) Correcteds (Active Profile) Uncorrectables (Active Profile)
33Locked33-8.31329106118

 

 

0 Kudos
Reply
Socialize
  • 6
  • 0
  • 0
Joining in
478 Views
Message 5 of 14
Flag for a moderator

Re: Intermittent Broadband outage

3.0 Upstream channels

Channel Frequency (Hz) Power (dBmV) Symbol Rate (ksps) Modulation Channel ID

139400000525120 KSym/sec32QAM4
24620000052.35120 KSym/sec32QAM3
360300000595120 KSym/sec32QAM1
453700000595120 KSym/sec16QAM2



3.0 Upstream channels

Channel Channel Type T1 Timeouts T2 Timeouts T3 Timeouts T4 Timeouts

1US_TYPE_STDMA0000
2US_TYPE_STDMA0000
3US_TYPE_STDMA00810
4US_TYPE_STDMA00302720

 

0 Kudos
Reply
Adduxi
  • 6.08K
  • 511
  • 1.57K
Very Insightful Person
Very Insightful Person
469 Views
Message 6 of 14
Flag for a moderator

Re: Intermittent Broadband outage

Your stats are a complete mess. Downstream  too low and Upstream too high.  You need a technician to sort this out. I’m surprised you have any Broadband at all. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

jem101
  • 4.22K
  • 433
  • 1.8K
Community elder
452 Views
Message 7 of 14
Flag for a moderator

Re: Intermittent Broadband outage

Indeed, those are possibly the worse set of stats from a VM hub that I've ever seen while it still manages to limp on with some sort of connectivity (a bit like Monty Python's Black Knight)!

Probably you will need a visit, but in the meantime, start at the hub and trace the cable back out to the omnibox on the outside wall, make sure that each and every connection you get to is nice and tight and see if there are any obvious signs of cable damage. It's quite safe to open up the box and check the connections inside it as well.

Hopefully the cable fault is there, the danger is that the issue might be between your house and the street cabinet requiring a cable re-pull, which can open up a whole litany of miscommunication between various third party suppliers, VM, the local council, Uncle Tom Cobbly, and all!

0 Kudos
Reply
Ashleigh_C
  • 4.13K
  • 165
  • 313
Forum Team
Forum Team
373 Views
Message 8 of 14
Flag for a moderator

Re: Intermittent Broadband outage

Hi there @Socialize

 

I am so sorry to see these issues have continued and I am so sorry to say that the previously reported SNR outage has been extended. 

 

This is now estimated to be fixed on February 28th at 3pm. I understand this is a long wait but we do hope that this work will greatly improve the signal in your area. 

 

Are you able to keep us updated so we can take another look into this after the outage is completed? 

 

Thank you. 

 

Ash_C
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
Socialize
  • 6
  • 0
  • 0
Joining in
360 Views
Message 9 of 14
Flag for a moderator

Re: Intermittent Broadband outage

Hi Ashleigh, 

thanks for the reply but not having proper working broadband for the next 2 months (at least) is not acceptable.

FYI the SNR fault on my line was raised on the 14th Jan 2021.

I was sold a product on a faulty line and because I am 10 days over my cooling off period VM expect me to pay an early termination fee for a product they knew wasn’t working correctly when they sold it to me

have been on the phone to VM all day since 10am. CS lied about sending an engineer out (they said they raised a work order and the engineer would visit before 5 so I should wait for them, called VM back at 5pm to find out where said engineer was, only to be told that the engineer has completed the job at 09:50 a full 45 mins before the CSA had booked the job??? 

Whole day wasted

Spent all day on the phone being fobbed off. Now have been told my only recourse is to go via the OFCOM auto compensation scheme which I am not  eligible for as the fault is intermittent and they only cover full day loss of service.

then been told if I want to leave without an early termination fee then I have to have OFCOM monitor the line for 30 days to see if I reach my guaranteed speed 50% of the time.

my service cuts out every day, sometimes for 10 mins, sometimes for 30. And I’m expected to pay for this?

currently awaiting a callback from a manager to escalate the complaint.

Thank you forum members for all the tech help so far. 

0 Kudos
Reply
jem101
  • 4.22K
  • 433
  • 1.8K
Community elder
344 Views
Message 10 of 14
Flag for a moderator

Re: Intermittent Broadband outage

@Socialize oh dear, where to start here? Firstly there may or may not be a S/N ratio issue in your area, but this has exactly nothing to do with your connection problems which are entirely due to a bad cable connection somewhere between your hub and the street cabinet. Now in defence of @Ashleigh_C  VM use a ‘computer says NO’ methodology where even if a local issue has absolutely nothing to do with your specific issue, then their systems will automatically cancel any and all engineer visits.

With the stats you have posted above, it is absolutely astonishing that you can get any internet connection at all - which actually is a tribute to the often maligned DOCSIS technology which cable internet suppliers use.

OFCOM monitor the line for 30 days? Seriously, that has to be the biggest crock of old s&*t I’ve heard in a while, it’s probably number 3 or 4 on the list of ‘BS excuses to tell the customer to get them off the line’ which all customer services staff are issues with.

Waiting for a call back from a manager? Absolutely won’t happen!

OK here’s what you do, you call VM tomorrow and request an immediate release from contract, they’ll refuse, OK you then request a deadlock letter, again they probably refuse or agree but then ‘lose/forget’ the request. No worries, you arrange an alternative BB supplier and bide your time, after eight weeks you escalate this to the industry regulator CICAS and request early realise from contact with no penalty, refund of all monies paid to VM to date, a sum equivalent to what you have paid for an alternative connection and finally say and extra 50% of the total to cover the sheer inconvenience and stress involved. Make sure that you keep notes of all interactions with VM, every single broken promise and missed appointments etc.

Of course if you really want to shortcut the system, do you happen to have a good lawyer?